Customer Service and Sales #1-20

What question should sales associates ask themselves when studying competitors' products and services?

• What is misleading about the competitors' prices or services?

• What can I tell customers about competitors that will make my company sound better?

• Why would I buy my own company's product or service over a competitor's?

• How can I convince customers that competitors do not offer good customer service?

Which of the following reasons BEST represents why sales associates should actively participate in company-provided training?

• To achieve certification status for sales and service knowledge

• To feel more confident performing role plays in front of co-workers

• To learn new skills and knowledge used to provide exceptional customer service

• To prove to the company a commitment to a career in retail

A store is planning a product launch for a new line of eco-friendly cosmetics that the vendor has been heavily advertising. What is the BEST way for the store to prepare for the launch?

• Acquire knowledge about the cosmetics by reading product labels once they are on the shelves.

• Ask co-workers if they have used the cosmetics and ask what was liked or disliked about each product.

• Obtain information from the vendor’s promotional brochures and demonstration videos about the cosmetics.

• Research technical terms associated with the cosmetics in order to speak like an expert when interacting with customers.

Which of the following is the BEST resource for a sales associate to use to gain information about the benefits of a store's products?

• Company-provided training and testing

• Independent industry sources online

• Knowledgeable team members

• Marketing materials provided by the vendor

A customer arrives to pick up a stereo from the repair department. The customer states that the repairs department called earlier to say it was ready, but it cannot be located. After 20 minutes, the customer is angry. What should the associate do?

• Apologize and offer to locate and deliver the stereo.

• Refer the customer to a supervisor.

• Tell the customer you are sorry, the call was a mistake.

• Sell the customer a new stereo at a reduced price.

You are ringing up a customer's order when the customer notices that the price on one of the products rings up incorrectly. The customer insists on paying the lower price, as marked on the product. You check and find that there is an old, expired sale sign in front of the product. Which of the following is the MOST appropriate action to take?

• Remove the sale sign, apologize to the customer, and allow her to purchase the item at the sale price.

• Call your manager to remove the sale sign and handle the situation with the customer.

• Explain to the customer that the sale sign has expired and she will have to pay the higher price.

• Ask a co-worker to finish ringing up the customer while you check that all the signs in the store are current.

A customer has a question about the care of a sweater. What is the BEST way for a sales associate to find information on this topic?

• Ask another sales associate about caring for the sweater.

• Ask the store manager where to find the information.

• Check the fiber content and care label in the sweater.

• Check the manufacturer's website with the customer.

A sales associate completes an online training class for a store's new phone, but she cannot remember how long it takes to charge the phone. What should she do?

• Review the online class again.

• Ask a friend that has a similar phone.

• Check the Internet when the sales associate goes home.

• Plug the display unit in and time how long it takes to charge.

What is the MOST important information a sales associate should look for when studying the store's competition?

• Flow of the competing store, including product displays, and the location of cash registers and service desks

• Product details and specifications offered by the competing store, such as brand, price, size, and warranty

• Product sale and sale-timing information that the competing store places on websites and in newspapers

• Selling techniques and product demonstrations employed by sales associates at the competing store

What are the PRIMARY types of retail training for sales associates?

• Accounting procedures and stock management

• Product knowledge and company procedures

• Special orders and delivery scheduling

• Vendor relationships and site locations